Lead ITSM Application Administrator - REMOTE

FERGUSON

21h•Remote

About The Position

Ferguson is seeking a highly skilled Lead ITSM Application Administrator to join our IT Service Management team. This role is responsible for platform architecture, configuration, optimization, integrations, and lifecycle management, while also providing technical leadership, governance, and continuous improvement across service management capabilities. The ideal candidate brings deep ServiceNow expertise, cross-platform fluency (ServiceNow and Atlassian), and a forward-looking mindset that embraces automation, AI, and evolving ITSM best practices. The ideal candidate brings strong technical expertise, a passion for quality, and the ability to collaborate effectively across teams. Location: This role is approved to be fully remote and can be based anywhere in the United States.

Requirements

5 - 10+ years of progressive experience implementing, administering, engineering, and developing enterprise-scale ITSM platforms, including significant hands-on experience with ServiceNow in complex environments.
3–5+ years in a lead, senior, or principal technical role with responsibility for platform architecture, integration strategy, technical governance, and cross-team leadership.
Demonstrated ability to own and architect ITSM platforms end-to-end, including configuration, workflow automation, integrations, data model design, and performance optimization.
Proven experience defining and executing enterprise integration strategies, using REST/SOAP APIs, integration frameworks, ETL tools, and automation platforms to connect ITSM with identity, monitoring, CMDB, cloud, DevOps, or business systems.
Proficiency with scripting or development languages used for ITSM automation (e.g., JavaScript, GlideScript, Python, PowerShell), with the ability to design scalable automation and customizations.
Deep understanding of ITIL, service management governance, CMDB/asset data structures, and best practices for maintaining accuracy, consistency, and platform sustainability.
Hands-on experience leading platform upgrade cycles, release governance, environment strategy, testing and validation, and lifecycle management for ServiceNow or comparable enterprise platforms.
Demonstrated leadership ability, including mentoring technical team members, establishing standards and best practices, and influencing architectural direction across IT and business partners.
Strong systems-thinking mindset with the ability to assess platform capabilities, evaluate future-state options, and contribute to platform selection discussions (e.g., during RFP or technology transitions).
Excellent communication skills with the ability to translate technical concepts for executives, collaborate with architects and product leaders, and guide engineering teams confidently.
Experience applying AI, automation, analytics, or predictive capabilities within ITSM platforms to improve workflow efficiency, service delivery, and user experience.
Proven ability to lead complex technical initiatives independently, manage competing priorities, and deliver high-quality outcomes in large, fast-paced enterprise environments.
High ethical standards, adaptability, and willingness to support evolving business needs.
Flexibility to work additional hours as required and travel occasionally.
High ethical standards, adaptability, and willingness to support evolving business needs, including occasional travel.
Exhibits flexibility in response to changing demands, works additional hours as needed and is prepared to travel as required.

Nice To Haves

Experience administering and integrating Atlassian products, including Jira and Confluence.
Bachelor’s degree in information systems, Computer Science, or equivalent professional experience.
Experience mentoring or providing technical leadership to other administrators or developers.

Responsibilities

Platform Leadership & Architecture Serve as the technical lead and subject matter expert for the ServiceNow platform, including ITSM, CMDB/Configuration Management, ITBM, Asset Management, Event Management, Service Mapping, and custom application development.
Own the overall ServiceNow platform architecture, establishing standards, best practices, and governance to ensure scalability, performance, and long-term sustainability.
Identify system deficiencies, recommend solutions, and drive platform optimization initiatives.
Configuration, Development & Automation Design, configure, and customize ServiceNow applications, including workflows, forms, business rules, UI policies, UI actions, and scripted solutions to meet business requirements.
Design and develop advanced server-side and client-side customizations to enable automation and operational efficiency.
Design, implement, and maintain REST/SOAP APIs and Integration Hub solutions to support automation and third-party integrations.
Integrations & Cross-Platform Collaboration Build and maintain integrations with external systems, including third-party applications, CMDB data sources, Active Directory, and monitoring tools.
Collaborate across ServiceNow and Atlassian environments (Jira and Confluence) to support aligned service management workflows and future-state integration opportunities.
Service Portal, Reporting & Analytics Create and maintain ServiceNow Service Portal pages, widgets, and user interface enhancements using HTML, CSS, and AngularJS.
Develop custom reports, dashboards, and Performance Analytics to track KPIs, platform health, and service performance.
Release, Support & Lifecycle Management Manage the promotion of code and configuration changes across development, test, and production environments using DevOps and source control best practices.
Provide second-level platform support, including incident resolution, root cause analysis, and implementation of permanent fixes.
Plan and execute ServiceNow platform upgrades, patching, and hotfixes, including testing, validation, and stakeholder communication.
Governance, Documentation & Continuous Improvement Ensure the integrity, accuracy, and usability of the ServiceNow platform through ongoing validation, data quality controls, and governance processes.
Create and maintain comprehensive documentation, including technical specifications, process flows, and user guides.
Stay current on ITSM platform capabilities and emerging technologies, develop a capabilities roadmap, and champion adoption of new features and vendor offerings.
Apply AI capabilities within Service Management platforms, including Generative AI, predictive analytics, and virtual agents, to enhance user experience and operational outcomes.
Other tasks related to ITSM as deemed necessary by management